Business Profile

Discount Stores

Ross Stores Inc

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB’s profile for Ross Stores was created in May 1996. A review of complaints was completed in November 2024. For questions related to the general return policy, please visit Ross's Contact Us for information on their return policy.

Complaints

This profile includes complaints for Ross Stores Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

218 total complaints in the last 3 years.
84 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
March 23, 2024 @9:30pm. Walked into ****. Store hours on door say 10pm. Started being harassed and followed by ****** the security guard at 9:35-9:40pm telling me to come shop in the morning. ****** followed me and walked behind me. Repeating that I should come in the morning and shop. Told the security guard I feel violated. Can he PLEASE leave me alone and not tell me when to come shop. If store close at 10, I have a few minutes to grab what I want. Try to report the incident to the manager on duty *** *****. Manager did not acknowledge me or respond. *** ***** acted like she was not even the manager. While ****** continue to walk behind me and argue with me. If **** wants their customers out the store by 9:35/9:40 they should put they close at 9:35 on the door. Or come on the overhead system and say here were closing in five minutes can you please bring your purchases to the front. I dont need to be followed as a young lady by a grown man While shopping.
Business Response
Date: 04/01/2025
Dear **** *******,

Thank you for taking the time to bring this matter to our attention.
On behalf of Ross Stores, I apologize for your recent shopping experience at our store. Please let me know which location so I may send this to our District Manager, who will address this situation with the store management team.

Making sure our customers have a good shopping experience is important to us, so we appreciate your feedback.
Thanks for sharing your experience with us so we can make it better!

Sincerely,
*** ********
Customer Service
**************
CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
Case number : *********
Initial Complaint
Date:03/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I got separated from the job a week ago and still haven't gotten my last check so I was wondering do I get any type of compensation for waiting they said 72 hours and ita been longer than that
Business Response
Date: 03/11/2025

Dear **** *****,

Thank you for taking the time to write our offices. Please contact: ************************************* for further assistance.

Sincerely,
*** ********
Customer Service
CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
Case number : CS0427146
Initial Complaint
Date:03/10/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Receipt #:2124-02-7904-5051-2 Purchase date:02/20/25 On this receipt, it shows $0.48 donation to Boys and ********** was charged to my credit card. The total of the receipt purchase was $35.00. I think **** cashier rounded receipt total to the nearest dollar. I would have preferred to have done donation via cash instead of credit card. I don't like how the donation part was combined with the items purchasing and it was all being charged together on my credit card. The cashier at the time did not mention donation $0.48 was charged to my credit card. Can **** please credit back the $0.48 to my credit card or provide a **** store voucher of $0.48? Thank you very much.
Business Response
Date: 03/11/2025
Dear Kolina - ******* ****,
Thank you for taking the time to write our office. Depending on the financial institution, credits will generally post to accounts within 3-7 business days. I have submitted a refund of .48 cents.

Reference: Ticket ID# *********

We value your business and we hope you will continue to shop for great bargains at ****.

Sincerely,
*** ********
Customer Service
**************
CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
Customer Answer
Date: 03/11/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Thank you very much.

Sincerely,

******* ****
Initial Complaint
Date:03/02/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Try to return the item that im not satisfied with custome service **** said he cant give my money back only store credit I paid cash but he doesnt want to give the money back
Business Response
Date: 03/03/2025
Thank you for taking the time to write our office. Below is a copy of our return/exchange policy.
Our return policy is printed on the reverse side of the register receipt, posted at each register and is detailed on our website ******************************

If we can assist further, please call our customer service number below.

Return/Exchange Policy:
Ross Stores uses a refund verification system. All returns are subject to system verification. Please keep and use your receipt on all return and exchange transactions as there is a limit to the number of no-receipted refunds allowed by the system. A valid picture ID (Drivers License, State Photo ID, Passport or Military ID) may be required and will be entered into the system for refunds. Please note that your refund may be declined by the system.
Refunds, store credit or exchanges will not be given on any merchandise that is used, worn or altered.
A five (5) day waiting period is required for a cash refund on all merchandise purchased with a check.
Full refund on merchandise (not used, worn or altered) accompanied by the original receipt within 30 days of purchase will be refunded in the same form of payment in which it was purchased.
Merchandise returns with a receipt older than 30 days will be exchanged or credited with store credit.
Merchandise returns without a receipt will require a valid picture ID and if approved by the refund system, will be refunded in the form of a store credit or exchanged at the items current selling price.
Refunds will not be given on software that has been opened. Exchange for like merchandise only if software is defective.
Retain the original register receipt for Gift Cards. Lost or stolen Gift Cards can only be replaced for the value of any remaining balance by presenting the original receipt.
Refunds, store credit or exchanges will not be given on select categories of merchandise without a receipt. Tickets may also be required in select categories. For a list of select categories, see the front of your receipt or ask your cashier.

We value your business and we hope you will continue to shop for great bargains at ****.
Initial Complaint
Date:02/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased this quilt and washed it before putting it on my bed. The color bleed all over. It messed up my new satin pillow cases, stained my washer and dryer. My dog and his blanket. I'm not understanding why this happened. I have more pictures if needed.
Business Response
Date: 02/18/2025
Dear ****** *******,

First of all, my apologies for the problems you experienced with the item purchased. You can return the item to your nearest **** location with the receipt and tag for the article. If the product is defective, ask to speak to the manager on duty as they will need to assist with a defective return to see if it is acceptable per our return/exchange policy.

For more information regarding our return/exchange policy, please visit our website at ******************************.

We appreciate your business and hope youll find all your treasures at Ross Stores.

Sincerely,
*** ********
Customer Service
**************
CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
Initial Complaint
Date:02/11/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is ****'a *******, and I am writing to formally file a complaint regarding an incident that took place at ************** #**** on January 27, 2025, at approximately 9:25 PM. The incident involved multiple employees, including Associates Yerany and the individual with Associate ID #*******, as well as the manager on duty, *******.Incident Summary:My boyfriend, ***** ****, and I approached the register to purchase a glass candle holder with gold-engraved bees. While at the register, Associate #******* handled the item carelessly despite being asked by my boyfriend to exercise caution. Unfortunately, the associate broke the candle holder. Instead of addressing the matter with professionalism, Associate #*******, along with Yerany, began laughing hysterically.When we expressed our surprise at their behavior, Yerany responded by claiming she wasnt laughing at us. However, her response quickly escalated to unprofessional conduct. She became irate, removed her badge, and walked around the counter while speaking in ********** boyfriend then asked for a manager, but no staff acknowledged his request. After some time, ******* appeared but did not identify herself as the manager until prompted. When my boyfriend attempted to address her about the situation, ******* focused her response on me rather than him, despite my clarifying that he was the one who had requested to speak to a manager. She eventually provided some information but stated that another manager, *****, was also in charge.Adding to our frustration, a black manager (whose name was not provided) joined the interaction but failed to include her name on the paper with the reporting information. Even the security staff present at the time contributed to the inappropriate behavior by laughing.When we requested the name of the Spanish-speaking associate who had also laughed and demonstrated unprofessional behavior, we were met with no clear resolution. As of now, I wrote customer service.
Business Response
Date: 02/11/2025
Dear ***** *******,

Thank you for taking the time to bring this matter to our attention.
On behalf of Ross Stores, I apologize for your recent shopping experience at our store.
Your comments have been sent to our District Manager, who will address this situation with the store management team and follow up with you.
Making sure our customers have a good shopping experience is important to us, so we appreciate your feedback.
Thanks for sharing your experience with us so we can make it better!

Sincerely,
*** ********
Customer Service
**************
CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
Case number : CS0422814
Initial Complaint
Date:02/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a ******* **** purse from Ross Dress for less store #**** on 11/13/24, receipt #****2-01-8499-4318-3 and returned it to **** store #**** on 11/25/24 in the amount of $74.89 receipt #****-06-3309-4330-6. I have been trying to get assistance from **** HD Admin since December ******* via email. I did speak with ******** ********** in customer service @ ************. I explained to her that the email she sent showing the money was sent to a **************************** (virtual credit) had not been credited to my Klarna account because Klarna was still trying to make me pay for the item(purse) that I no longer had. I asked her if she could talk to Klarna since she was a business and they were a business, she refused. I then asked if she could check other returns since this was the only one I was having trouble with and she proceeded to tell me it had past the time allowed for a return, this interaction with her happened on 1/3/25, at that time I became upset and she stated if I called back no one would help me. This is why now I am turning to the BBB to assist because ****** has been investigating this issue on their end 1/3/25, 1/15/25, and 2/6/25. I have all of my receipts to support these transactions because Klarna did confuse another return made to **** for the same amount of $74.89, that was for a pair of men shoes returned to store #**** on 11/22/2024. What I think happened is that **** ************ credited the $74.89 to the wrong financial institution ***************** and if this is so they need to pay the correct **************** institution and then contact ***************** to get their money back. I as the consumer shouldn't be in the middle of a mistake that a **** employee/admin made. This is why I need your help, so I won't have to pay twice for an item I do not have. This Klarna account is under ****** ****** (spouse).
Business Response
Date: 02/07/2025
Customer has called here and cursed at out staff. Credit has been processed as we have provided the information for customer to research with ********************

Dear ******* ,

Thank you for taking the time to contact Ross Stores Inc. Depending on the financial institution, credits will generally post to accounts within 3-5 business days. I have provided the information below to assist you with contacting your bank to identify the funds that have been returned to your account. Please use the reference number below and ask for the dispute department within your financial institution to locate these funds.

594326****9
ROSS STORES #****
11/25/2024
11/26/2024
VISA
485939XXXXXX3834
-74.89
Return
Auth # ******
Reference # ***********************
Invoice # 000000000****0063309
Released to
*****************

We value your business and we hope you will continue to shop for great bargains at ****.
Initial Complaint
Date:01/31/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 26th there was a promotion on Instagram for **** department store stating on Monday January 27th there will be a 49 cents sale on clothes jury and lotion and other items I was there at 8:30 in the morning to get in the store at 9:00 a.m. when they open we were let in at 9:00 a.m. but there was no items in the store that were 49 cents I asked the employee who worked there where was the 49 cent item she stated back there are no 49 cents item I asked her why did they lie and promote a sale that wasn't a sale she had no response I would like to go in the store **** department store for 49 minutes purchase 49 items for 49 cents each that cannot continue to lie to the public and have no repercussions for it especially in a time like this where we all are willing to stretch a dollar it's hard times right now and for them to play in our face and put up a scam that's fraudulent laser honor they commitment and have the items in the store that they said they would that they advertised that they would for 49 cents
Business Response
Date: 02/10/2025
Unfortunately some social media posts have been sharing inaccurate information. Our clearance markdowns were effective on Monday, 1/27/2025.

As a discount retailer, our stores markdown merchandise on a weekly basis. Depending on how long the merchandise has been in the store, items will reduce to a value of .49 or be completely out of the system.

Kind Regards,
**** Corporate Customer Service
**************

Customer Answer
Date: 02/18/2025

Complaint rejection taken in dictation by BBB *** SS 02/18/2025
If the social media post is inaccurate why did they still say they had the sale. There was not one item in the store for .49 cents. The employee stated there was nothing in the store for .49 cents.

Business Response
Date: 02/18/2025
**** does not advertise no have sales. We are a discounted retail store with 20-60% off retail prices. Items do reduce to .49 cents and have also sold for .49. cents.

Customer Answer
Date: 02/18/2025

Complaint: 22875646

I am rejecting this response because: it is not true that you all reduce your prices down every day I was in there the week before it was advertised on Instagram that you guys on Monday January 27th 2025 we're going to have items in the store for $49 and I saw a over the shoulder bag for 1599 when I returned to the store on January the 27th for the sale which I thought I was going to get items for ****************************************************** because I asked where were the 49 cents items which she responded there is no 49 cents items there is no 49 cents item in the store my response was why what they put out false advertisement and like I said the purse was 1599 when I returned to the store on the 27th the same purse had the same price of 1599 so there has been no markdown a week a week and a half later

Sincerely,

******** *******
Initial Complaint
Date:01/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im a 65 year old female battling cancer and I have to protect my health so I went to **** on January 27, 2025. I was headed to the shoe department and as I was approaching the shoe department I said ouch and looked down at my boot and a tack was stuck in my boot. I sat down and a family member went to tell a manager. The store wasnt busy so I had to just sit there to wait no one came immediately so we reached out to ask for a manager again, eventually she came and I told her what happened and I needed a incident report, she clearly wasnt going to do one had I not asked. I got the report took picture of it as well as the tack stuck in my boot because it did penetrate. I have to protect my health thats my number one priority. I was offered a bandage and I asked for an alcohol pad as well. I was not told someone would be contacting me after this incident or anything. I felt disappointed. I still proceeded to shop there!
Business Response
Date: 01/30/2025
Dear ****** ,

Thank you for emailing Ross Stores. Im sorry to hear of your injury. All claim are processed though our insurance provider. Below is the company name and phone number that you will need regarding the incident. Please let me know which location this occurred in so I may further follow up.

Please contact our insurance provider for all correspondence regarding you claim.

Sedgwick: **************

Sincerely,
*** ********
Customer Service
**************
CS Hours: Monday thru Friday
Initial Complaint
Date:01/30/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ross Dress for less **************************************** By far the worst shopping experience Ive ever had at Ross Dress for Less. The cashier, Brie, was completely unprofessional wearing AirPods and chatting with her boyfriend while working. My daughter decided last minute that she didnt want a pair of shoes, and instead of handling it professionally, Brie aggressively snatched them from her and threw them.When my wife politely reminded her not to leave security sensors on our clothes, Brie became rude and started yelling. Out of spite, she secretly placed a bunch of security sensors inside our shopping bag. When my kids were trying on clothes, my daughter stepped on one and started bleeding!To make things worse, the store manager, *****, stood there laughing and did nothing to correct ***** behavior. Instead of stepping in like a professional, she joined in making fun of us. Absolutely disgusting customer service. We will never shop here again, and I strongly advise others to avoid this location.
Business Response
Date: 01/30/2025
Dear Hind Touzani

Thank you for taking the time to bring this matter to our attention.
On behalf of Ross Stores, I apologize for your recent shopping experience at our store.
Your comments have been sent to our District Manager, who will reach out to you within 3 to 5 business days. And who will address this situation with the store management team. Making sure our customers have a good shopping experience is important to us, so we appreciate your feedback.
Thanks for sharing your experience with us so we can make it better!

Sincerely,
*** ********
Customer Service
**************
CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
Case number : *********
Customer Answer
Date: 01/30/2025

Complaint: 22875672

I am rejecting this response because:
I would like to wait for the district manager to contact me before making any decisions regarding this matter.

Additionally, I want to formally add to my complaint that an employee intentionally placed sensor pins in my bag, which led to my child getting hurt. This is completely unacceptable. Both the manager and the cashier involved should be held accountable, and I strongly believe they should be terminated from their positions.

I expect this issue to be addressed promptly and look forward to hearing from the district manager soon.

Sincerely,
Hind Touzani
Business Response
Date: 01/31/2025
Your case will be investigated through the company Sedgwick that we have provided and the District Manager is looking into the situation as well.

Kind Regards,

*** ********
Customer Service
**************
Customer Answer
Date: 02/03/2025
Better Business Bureau:

business in reference to complaint ID 22875672
I have not yet received a call or any communication from the business. I acknowledge this response and will await further contact from the company.

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Ross Stores Inc is NOT a BBB Accredited Business.